YOUR RIGHT TO COMPLAIN
Amaryllis Associates endeavour to offer a high standard of service. From time to time, we may not always be able to provide the standard expected by our clients or even by us.
To help us improve and put things right you must let us know, if you are not fully satisfied with the service you have received. We may be able to put things right, explain ourselves better or simply offer an apology.
We promise to treat your complaint with consideration in a serious, confident and timely manner.
What you can do
It is paramount you inform us, of your dissatisfaction to give us a chance to make things right again. You can always ask to speak with a manager.
Making a formal complaint
How to make a complaint
- Email Us: Info@AmaryllisAssociates.com
- Phone Us: 0330 113 0740
- Write to Us:
The Complaints Manager
Amaryllis Associates Limited
28 Cleveland Street
Acknowledging your complaint
We will write to you acknowledging your complaint, either by letter or email within five business days of receiving your initial complaint. This communication will clearly mark the individual handling your complaint and will include a copy of the internal complaints handling procedure.
Investigating your complaint
The complaints manager or person handling your complaint will complete a thorough investigation. If this person was involved in the matter which is the subject of the complaint, then we will substitute another person of at least the same competence (if possible). The complaints manager will have the authority to settle complaints (including the offering of redress where applicable).
Responding to your complaint
The final response to your complaint will address the subject matter of your complaint. If your complaint is upheld, you will be provided a full apology, where appropriate, be given details of any action that Amaryllis Associates have taken to put things right.
We aim to send a final response to complaints within eight weeks of receipt. If we are unable to do so, for reasons outside of our control we will write to you explaining this and providing a timescale when to expect a final response.
Financial Ombudsman Service
If we are unable to resolve your complaint then you can have the complaint independently looked at by the Financial Ombudsman. The Financial Ombudsman investigates complaints about poor service from claims management companies.
The Financial Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Financial Ombudsman this must be done within six months of our final response to your complaint.
If you would like more information about the Financial Ombudsman, their contact details are as follows:
- Call 0800 023 4 567
- Monday to Friday – 8am to 8pm
- Saturday – 9am to 1pm
- Sunday & Bank Holidays – Closed
Calls are recorded and may be used for training and monitoring purposes.
You can send your complaint by post to:
Claims Management Ombudsman
Do not send original documents to the Financial Ombudsman. They will scan any documents you send to make computer copies and then destroy the originals.